Abhishek Upadhyay
Kolkata
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
10
10
years of professional experience
Work History
Deputy Manager
Angel One Pvt Ltd.
10.2024 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Conducted performance evaluations and provided constructive feedback to employees.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Assistant Manager - Operations
Concentrix Daksh India Pvt Ltd
02.2023 - 08.2024
- Managed a team of 15+ Resources for an International Business [Uber]
- Managed Users based out of US & Canada
- Handled multiple line of business with an overall experience of 6 years for Uber
- LOBs were Drips Trips, Driver Accounts & Payments, UberEats etc
- Participated in weekly calls with clients to share key performance updates
- Responsible for managing delivery, SL, Attrition, Shrinkage
- Take 1:1s with associates to discuss performance issues
- Prepare Account Performance Report for Internal leadership
- Coach Bottom Performers on their performance on a regular basis
- Identify performance related issues, develop an action plan for improvement, implement corrective action
- Implementing Performance Management Plan
Lead Operations
Concentrix Daksh India Pvt Ltd
01.2019 - 01.2023
- Supported a Team of 10+ for [Uber]
- Core job was to assist the team with Product and Process
- Participated in Calibration calls with Clients
- Handled escalations effectively and monitored the quality of work
- Managed Bottom Performers, Provided effective Coaching
- Coach Bottom Performers on their performance on a regular basis
- Developed action plans for performance improvement
Analyst - Compliance
Concentrix Daksh India Pvt Ltd
01.2018 - 12.2018
- Collaborate with Operations, Training and Quality to drive Compliance
- Drive FMEA and other compliance activities for the account
- Identify root causes and recommend solutions for improvement
- Monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results- on an ongoing basis
Sr Associate
Concentrix Daksh India Pvt Ltd
08.2015 - 12.2017
- Worked in an inbound Non-voice process for an App Based Transportation Company
- Worked as a Shadow SME for the team & managed a team of 15+ FTEs in absence of the Team Leader
- Provided training to new joinees
Education
Bachelor of Commerce (B. Com) -
Maharaja Agrasen Himalayan Garhwal University
Higher Secondary - undefined
CBSC Board (Kendriya Vidyalaya)
Skills
- Strong Interpersonal Skills
- Strong analytical and reasoning skills
- Ability to prioritize
- Ability to meet deadlines
- Ability to deliver stretch assignments
- Proficient in MS Office
- Good knowledge of PowerPoint
- Good knowledge of Excel
- Leadership
- Analytical skills
- People management
- Presentation skills
- Coaching
- Developing action plans
- Ownership of compliance
- Data security
- Risk assessment
- Quality analysis
Accomplishments
- STAR Award - Leading performers - H1, H2'17, H2'18 in Concentrix.
- GEM (Going Extra Mile) Award - H2'20 in Concentrix.
- GEM (Going Extra Mile) Award - H2'21 in Concentrix.
- Received BPO superstar recognition in support role by the client for performance year 2022
Languages
Hindi
Bengali
English
Timeline
Deputy Manager
Angel One Pvt Ltd.
10.2024 - Current
Assistant Manager - Operations
Concentrix Daksh India Pvt Ltd
02.2023 - 08.2024
Lead Operations
Concentrix Daksh India Pvt Ltd
01.2019 - 01.2023
Analyst - Compliance
Concentrix Daksh India Pvt Ltd
01.2018 - 12.2018
Sr Associate
Concentrix Daksh India Pvt Ltd
08.2015 - 12.2017
Higher Secondary - undefined
CBSC Board (Kendriya Vidyalaya)
Bachelor of Commerce (B. Com) -
Maharaja Agrasen Himalayan Garhwal University
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